What I have always relied on is the quick, personal response to emails, phone calls, and text messages. This has been a cornerstone of communication that I have trusted and utilized. Implementing this approach has given our clients a high satisfaction level. Responding within hours instead of days, being available via text, email, or phone, and communicating regularly are keys to success. In addition, while reaction is key, being proactive is also helpful by communicating with clients regularly. This type of communication can be played out in a variety of settings.
From a larger perspective, as companies, retailers, businesses, there are a myriad of methods to communicate. Keeping up with these different communication techniques and methods are a necessary evil, but how effective are you at it?
We’ve all become adopters of responding to phone calls, text messages, and emails. However, what about all of the other places people are attempting to communicate with you? How often do you check your comments on Facebook or respond to people who tweeted with you? Do you ignore the reviews on Yelp, OpenTable, and Google?
You have to stay on top of where people are writing about you and to you. Checking in with these sites on a regular basis so that a happy customer can be acknowledged and a not so happy customer can be appeased.
Are you being proactive with your customers by communicating regularly over email? Email communication (whether individual or mass) is a crucial step to getting yourself back in front of your clients. Just make sure you’re giving them actual information and not too frequently.
My final suggestion is to check in with your customers regularly to make sure they feel as though you’re communication strategies are working. Whether through a survey, quick response, or small gesture, make sure your clients know that you care and that they’re part of your climate.